Customer Experience Specialist, Relay
+ Equity
More information about location
Online business banking and money management
Job no longer available
Online business banking and money management
201-500 employees
Job no longer available
+ Equity
More information about location
201-500 employees
Company mission
To help small businesses have greater financial clarity to build health, lasting businesses.
Role
Who you are
- You have 1+ years of experience working in customer support or a customer-facing role
- You are excited about building a customer-facing career with the desire to grow and develop both personally and professionally
- You are a clear, concise, and personable communicator both verbally and written
- You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
- You have deep empathy for customers and balance being resourceful and direct with customers
- You enjoy chatting with customers on the phone and getting to the root of their problems to provide excellent customer service
- You have fine-tuned prioritization skills to maximize your impact
- You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty, at times
- You are naturally curious, you love to understand the “why” behind a problem or question, and aren’t afraid to dig deep into problem-solving
- You are proactive, and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
Desirable
- You have experience working with customer support tools or ticketing systems (Zendesk or similar)
- You have prior tech start-up experience or worked in a fast-paced environment
- You are proficient in Spanish
What the job involves
- Engage and support customers primarily via phone (Zendesk Talk) in an empathetic, professional, and proactive manner
- You'll be trained on different support channels, but the phone will be the main means of communication
- Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
- Investigate and problem-solve together with team members from Engineering, Sales, Product, and beyond to troubleshoot customer issues and get results in a timely manner
- Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
- Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
- Collaborate closely with Operations, Marketing, Product, and Engineering on customer pilots, new feature launches, and more!
Application process
- Stage 1: A 30-minute Google Meets video call with a member of the People team
- Stage 2: A writing sample about customer experience
- Stage 3: A 45-minute Google Meets video call with two members of the Customer Experience team
- Stage 4: A 30-minute Google Meets video call with the CEO of Relay
Our take
Traditional banking options can feel outdated and tedious, especially if this includes in-person visits and waiting in line. This has led to the rise of online banking - but lots of smaller companies have to navigate multiple complicated applications in order to manage this business banking.
This is what Relay aims to fix. It's no-fee, online banking and money management platform looks to tackle financial complexity for SMBs. The company's goal is to fully automate the finance function using banking that deeply integrates into back-office systems. And its software is designed to affordably increase financial clarity and security, reducing the time spent on administrative tasks.
Relay is focused on its long-term goals and plans to scale up distribution and grow in sales, marketing, customer support, operations, engineering and product. The company currently serves thousands of SMBs across the US with the goal to get 100,000 small businesses over the next few years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2024
$32.2m
SERIES B
May 2021
$15m
SERIES A
Total funding: $51.7m
Company benefits
- Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary. Since 2023, 66%+ of employees have received salary increases, with multiple new team members joining just last year.
- Social connection: We believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.
- Personal and professional growth: Through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success. Even with more than half of our team joining in the last 12 months, almost 20% have received promotions in the last year alone.
- Parental leave with top-up: We offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive
- Comprehensive health benefits: Enjoy full health benefits from day one: no probation period required. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
- Hybrid work environment: We value meaningful collaboration and connection at our Toronto office three days per week, with lunch, snacks, and beverages on us.
- Top-tier equipment: As a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
- Flexible vacation and time off: Every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays.
- Dog-friendly space: Can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
- Award-winning workplace: As a winner of CB Insights' Fintech 100, Deloitte Canada's Technology Fast 50, Forbes Fintech 50, and the CIX Top 10 Growth Award, Relay is a recognized innovative and high-growth company.
Company HQ
St. Lawrence, Toronto, ON
Leadership
Yoseph West
(Co-Founder & CEO)Yoseph has a range of experience including serving as the CEO at Vuru, Director of Product Engagement at Wave, and Head of Marketing at Hubdoc.
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